Senior Call Center Service Associate

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🔥 9 minutes ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

💵 $52.8k - $70.2k / year

⏰ Full Time

🟠 Senior

📞 Call Center Representative

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NJM Insurance Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1913

Insurance

NJM Insurance Group is a well-established insurance provider offering a range of personal and commercial insurance products. Their services include auto, homeowners, renters, condo, commercial auto, and business insurance, with a focus on exceptional customer satisfaction and claims experience. NJM is recognized for its outstanding auto claims experience by J. D. Power and is committed to serving customers in states like Connecticut, Maryland, New Jersey, Ohio, and Pennsylvania. The company prides itself on being straightforward and customer-focused, without jingles or mascots, offering trusted insurance solutions and multiple discount opportunities for various policies.

📋 Description

• Resolve complex customer inquiries received by phone or through written correspondence. • Provide excellent service to customers. • Coach and mentor junior staff members. • Receive escalated customer inquiries and provide second level resolution by initiating or continuing investigation process, utilizing available resources and accurately documenting customer inquiry and actions taken in accordance with departmental quality guidelines. • Follow up on unresolved high priority/complex issues to ensure they are brought to conclusion in a timely manner. • Serve as a liaison for key internal and external operational contacts to ensure that an optimal level of service is provided to customers. • May assist in monitoring and managing team’s call volume and inventory including tracking and trending key customer service issues and reporting them to management. • Deliver an excellent customer service experience while meeting quality and production standards. • Perform other relevant tasks as assigned by management.

🎯 Requirements

• High School Diploma/GED required • 18 months+ call center/customer service experience required • Health insurance industry experience required • Medical terminology and medical billing coding required • Knowledge of multiple claims systems preferred • Excellent Customer Service skills • Ability to work in a high pressure, fast pace environment • Keyboarding proficiency • PC proficiency • Strong verbal and written communication • Interpersonal skills (i.e. active listening) • Strong investigative and analytical skills • Ability to multitask • Ability to manage and diffuse irate calls • Time management skills • Flexibility and adaptability

🏖️ Benefits

• Comprehensive health benefits (Medical/Dental/Vision) • Retirement Plans • Generous PTO • Incentive Plans • Wellness Programs • Paid Volunteer Time Off • Tuition Reimbursement